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7. What about Balanced Scorecard? Does it work with that? We
believe management could get more value out of strategic planning
in general and strategy mapping tools like the Balanced Scorecard
created by Harvard's David Norton and Robert Kaplan specifically
by using the Religence Framework underneath for strategy execution tied to profit. The Religence Framework takes the next step defining
what metrics are important to track within and across business units
for strategy effectiveness, going well beyond operational efficiency.
Not only does the Religence Framework guide day-to-day sales and
marketing and customer service decisions and process improvement,
but it facilitates iterative improvement of business performance
and the business model. We take the idea that activities are the essence of strategy as
described by Harvard's Michael Porter another step as well—to declare
that interactions are the essence of strategy execution. For example,
our operational CRI tracking system tracks in real time the cause-and-effect
relationship between the interactions, their variable costs, and
our new customer relationship metric Relationship Value. Our Relationship
Value metric is not only a leading indicator for profit, but it
is a Key Performance Indicator as it measures the progress in developing
the customer relationship. It measures the "effect" in
cause and effect. The interactions themselves measure the "cause |
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